Fraser B.

Absolutely terrible customer support. I lived in one address from 15/01/2023 until 30/09/2023. During this time I was paying regularly for what I believed was my account with Ovo.

When I called to let them know I was leaving this address they informed me that I had a remaining balance of >£1000. It turned out they had made 2 different accounts under my name for this address and had been charging me for both. I notified them of this mistake on 30/09/2023 and sent proof of my payments throughout the year, with my sort code/account number etc. to prove that it was my account. They assured me that an investigation would be made and the case would be high priority.
Well it's now 4 months later and nothing has changed.

I have left the UK and I can only contact Ovo through WhatsApp. The customer service I have received has been at best incompetent and at worst downright rude, dismissive and disrespectful. Each time I speak with them I need to repeat the same information and send proof of payment and each time I am told that there will be an investigation. Each time NOTHING is done about this.

My account has now been passed to a debt collection agency which Ovo can't contact, apparently. This is destroying my credit score and also putting me at risk of legal ramifications.

If you are looking for an Energy Company who know what they are doing, choose absolutely anyone else. Ovo will try to scam you with their confusing customer service set up and lack of professional and trained employees.

I would give 0 stars if I could